Director, Customer Insights

About the Opportunity

The Director of Insights at MakerSights is a strategic role responsible for optimizing our core insights use cases, collaborating with internal and client-facing teams to ensure the highest quality standards in methodology, delivery, and client engagement. This role will play a pivotal role in partnering with our team to define methodologies, establish quality standards, and expand our insights capabilities to meet the evolving needs of leading brands in the apparel, footwear, and accessories sectors. This role also involves significant direct engagement with high-value clients and brand consumer insights stakeholders to ensure alignment with their strategic priorities and promote the value of MakerSights’ insights offerings.

Core Use Case Ownership

• Use Case Definition, Methodology, and Impact Define use case methodologies ROI, and impact for each core use case, partnering with customer strategy + operations to design intake processes through results delivery, and update insights report templates as needed.
• Documentation Oversight: Determine and oversee the creation and evolution of comprehensive documentation standards for core use cases, ensuring clarity and accessibility.

Quality Assurance and Delivery Monitoring

• Internal Collaboration: Serve as the primary liaison with the Customer Strategy + Operations team to ensure high-quality execution from intake to results delivery.

Capabilities Expansion

• Market-Driven Insight: Act as the internal “market” perspective, identifying potential for new use cases or enhancing existing offerings, such as integrating qualitative layers.
• Capabilities Development: Collaborate with Product and Customer Experience on establishing “good enough” and “wow” criteria for new capabilities.
• Pricing & Packaging Support: Provide active input in the evolution of pricing and packaging strategies based on capability expansion.

Direct Client Engagement and Customization Support

• Client Collaboration: Working closely with the Customer Experience team to engage directly with high-priority brands to enhance core use cases with tailored elements
• Methodology Advocacy: Provide expertise on methodology and MakerSights’ innovation roadmap to high-value brands, building confidence in our approaches.

Client Liaison and Strategic Support

• QBR Process Contribution: Support the Quarterly Business Review (QBR) process by leading insights-oriented touchpoints, ensuring insights relevance for brand CI teams at key accounts.
• Insights Stakeholder Engagement: Continuously articulate MakerSights’ value proposition to insights stakeholders, identifying risks and opportunities from the client’s perspective.
• Research as Engagement Tool: Share relevant research findings to increase the engagement and attendance of senior brand stakeholders at QBRs, aligning our program with client CI priorities.

Training and Enablement

• Knowledge Bar Setting: Define and uphold the research knowledge standard for PS, Ops, and CS teams, ensuring alignment with expected expertise levels.
• Training Oversight: Develop and manage research-focused training and enablement programs to support customer experience teams in reaching target expertise levels.

Your Experience:

• Proven experience in market research, preferably within the apparel, footwear, and/or accessory sectors. This includes but is not limited to quantitative research, qualitative research, survey design, scripting & analysis, focus groups, social listening, and global strategy.
• A proactive partner with our Revenue Team, focusing on generating and communicating research to support our Revenue Goals
• Strong client-facing experience, especially with high-value brands, and confidence in managing strategic, insights-oriented conversations.
• Demonstrated success in partnering cross-functionally to drive project alignment and ensure consistent delivery of insights and findings.
• Excellent communication and presentation skills, particularly in delivering complex insights in a clear, impactful manner.
• Comfortable working as an Individual Contributor who is partnering cross functionally, and building out a function within our team
• Excellent communication skills, with the ability to present complex research findings in a clear and impactful manner.
• Ability to build and maintain strong relationships with internal and external stakeholders.

About MakerSights

MakerSights is a Modern Research Partner providing apparel, footwear, and accessory brands with high-impact product and assortment insights across the product life cycle. By synthesizing the 'so what' behind consumer research, MakerSights delivers insights that are trusted, valued, and that impact product decisions, fostering stronger trust between Consumer Insights and Product teams. The world’s most iconic brands, including Hoka, Ralph Lauren, and New Balance, trust MakerSights to help them make informed product decisions throughout the product life cycle.

At MakerSights, we get our energy from partnering with people who love what they do inside and outside of work. We want you to know that we are committed to creating an engaging, supportive environment that allows our team to grow and develop together. We are backed by some of the leading technology and sustainability-focused investors, including Forerunner Ventures, Baseline Ventures, G2 Venture Partners (which invests exclusively in innovations that battle climate change), and Gaingels, an LGBTQ-focused investor syndicate that aligns with our commitment to fostering an inclusive company culture and supporting inclusive commerce.

As an equal opportunity employer, we prohibit any unlawful discrimination on the basis of race, color, religion, military or veteran status, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability, or genetic information. These are our guiding principles and apply across all aspects of employment.

Salary Range: The Salary Range for this position is $160K - $200K annually, with exact salary depending on location as well as prior work experience and the assessment of one's fit for the role.